Service Appointment Coordinator / Customer Service Representative

Subaru Of Mississauga - Mississauga, ON (30+ days ago)

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You are outwardly welcoming, have a friendly phone disposition, dependable, outgoing, detailed and a truly helpful individual. You are a well spoken person equipped to make service appointment's, service reminder and service quality calls and/or e-mails to contact our own customers. This position requires you to work on rotating Saturday's with a day off during the week and possibly, on a rotating basis, some early evenings. (Still a Full-Time 40 hour work week).

Automotive service experience is required - minimum 1 year. We have a very busy, but fun working environment. We offer full benefits including Dental, Chriopractic and Massage Therapy, RRSP matching etc. We are located on Mavis Road- just south of the 401.

The Customer Service Representative / Appointment Coordinator is responsible for the following: Service Appointment Coordination - support customer vehicle service appointment activities. Service Consultant Desk Coverage Customer Relations- Customer Service follow-up. Reception – Backup coverage Specific Responsibilities: Service Appointment Coordination Listen to customers’ reason or reasons for bringing their vehicle to the service department. Offer logical diagnostic services or repairs to satisfy customer concerns.

Coordinate the dealership’s Service appointment system. Confirm service appointments by telephone / e-mail at least one week before the customer is scheduled to arrive. Remind customers of their service appointments by telephone / e-mail at least 2 days before the customer is scheduled to arrive. Contact customers whom have missed service appointments from the previous day to re book.

Maintain the customer contact internet portal for the dealership.(Customer First) Service Consultant Desk Coverage Provide back up and lunch time coverage for the Service Consultant's on the Service Reception Desk. Help check customers in and out. Customer Relations Administrate the service department customer follow-up program; Contact every service customer within 72 hours of completion of the work performed on their vehicle and subsequent departure from the service department. Send out by e-mail – customer service surveys and conduct a follow-up interview with customer on an as needed basis in a friendly, courteous, and truly concerned manner.

Complete a contact report in PBS (Customer Care) for each follow-up that requires such. And distribute the correspondence as directed by management. Initiate written / e-mail customer follow-up for customers who could not be reached by telephone. Promptly meet and greet customers in a friendly and courteous manner.

Determine why any customer is not satisfied and make arrangements to meet with customers who are dissatisfied. Try to see customer’s problems from their point of view and work with them and the appropriate department personnel to resolve their problems. Maintain, update and monitor PBS Customer Care cases on a daily basis. Cooperate with and assist dealership personnel involved in customer conflicts over vehicle purchases, vehicle service, parts or repair problems as necessary.

Turn over to the appropriate Departmental Manager or other designated management representative; customers with complaints that cannot be satisfied at the Customer Service Representative level. Answer incoming telephone calls promptly and courteously, and make every effort to satisfy the caller’s inquiry. Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate problems. Actively participates in managing the customer database.

Ensures that the list of calls is updated. Provide customer satisfaction. Participates in developing customer satisfaction programs and suggests improvements, if necessary. Inform the Sales Manager of potential vehicle sales customers.

Make the policy adjustments necessary to satisfy customers within the limits established by management. Advise the Service Manager and General Manager regarding situations or conditions that compromise the ability of the dealership to generate very satisfied customers. Conduct all business with sincerity, honesty, and genuine concern for customers. Reception Desk Coverage • Provide backup coverage on the Reception Desk.

Subaru of Mississauga is committed to employment equity and encourages all qualified including Aboriginal peoples, persons with disability and members of visible minorities to apply. We are also committed to providing accommodation for people with disability. Please let us know if you require an accommodation at any time during our recruiting process.